Going from social to digital engagement. This customer journey map outlines the steps digitally connected customers take during and following decision-making. Various channels (mobile, social, web, “real-life”) all contribute to experiences that influence customers’ level of engagement, purchase and loyalty. Business leaders are currently defining new roles and responsibilities to unify and optimize the customer journey.
(via The Imminent Evolution from Social to Digital Engagement | AT&T Networking Exchange Blog - Image source)
